How to send a win back campaign in Trainerize

Build your win back list

A win back list has two groups: clients who left or stopped training in the last six months, and prospects who never signed on. Trainerize keeps both under the Clients tab.

Past clients

1. Open the Clients tab in the left menu and click the Deactivated Clients folder at the bottom of the page. Their history is kept, but they cannot sign in.
2. Tick the clients you want. To take everyone, tick the box at the top, then click the select all link that shows the total.
3. Click the export button at the top right, then Export. The CSV gives first and last name, email, phone number and assigned trainer.
4. On your active list, look for the auto tags Not Signed In Lately and Main program expired. The first means no sign in for over seven days by default. Add these clients too.

If the export button is missing, the account owner can allow it under Settings, then Permissions, then Trainer Role Permissions.

Leads who never joined

With the Business add on, leads sit under Clients, then the Prospects tab. Each card holds an email and, if entered, a phone number. The export article covers only the Pending, Active and Deactivated lists, so copy prospect details from each card. Pending clients, such as people whose Stripe payment is paused or incomplete, can be exported from Pending. Trial clients drop to Basic when the trial ends, and Basic clients cannot use the messenger, so they need email.

Start with the most recent

The export has no date column. Use your payment records or trainer notes to mark who left in the last two months, and send to them first. Then do months three to six.

Send the three emails

The help center describes no way to email a list of clients from Trainerize. Mass messages go to the in app messenger. So send the three emails to your exported list from the email tool you already use.

• Deactivated clients cannot sign in, and Basic clients have no messenger, so email is how you reach both.
• For active clients who stopped training, you can also message them in the app. On Clients, tick them, click the message icon and choose to send separately, so each gets a private chat. Type First.Name to fill in each name.
• Avoid Send as a group, which puts up to 10 clients in one shared chat.
• The help pages do not describe scheduling a mass message for later, so send each one by hand on its day.
• Replies and unsubscribes are handled by your email tool, since these emails do not go through Trainerize.

Send the two texts

The Trainerize help center describes no texting. Its Announcements push notifications go to the app, not to a phone number. Send the Day 3 and Day 8 texts from the tool you already use, only to clients who agreed to get texts from you.

• The CSV export includes phone numbers, so you can load it into your texting tool.
• The help pages describe no text consent field, so keep your own record of who agreed, and stop texting anyone who asks.
• Each text needs your booking link or studio number and your code word.

Your ten day plan in Trainerize

The five messages, ready to fill in, are on the win back email templates page. Offer a session pack or a few weeks of a training plan, whichever your studio sells.

Can Trainerize run it for you?

Partly, and only for clients who can still sign in. A Master Program can carry auto messages on set days, but they arrive in the app, not by email or text.

• Go to Master Libraries, then Master Programs, make a short program and open its Calendar tab. Click a day, choose Auto Messages, write the message, pick a time, click Schedule, then Add.
• Tick your drifted clients and use the three dot menu to subscribe them to that Master Program. The help pages do not say whether this replaces their current program, so test it on one client first.
• Basic clients cannot receive training programs, so this will not reach them.
• The help article on site wide messages, under Settings, then Auto Messages and Events, describes only a first sign in message. It names none that fires on inactivity.
• Product automation can downgrade access when a product ends, but its help page lists no step that sends a message.
• For future cancellations, Trainerize's Zapier triggers include Product End and a cancelled auto renew, and the Send Message in Trainerize action sends an in app message. Trainerize supports its Shared Zaps; Zapier supports custom ones.
• Announcements need the Business add on, and the help pages present Prospects as part of it. It was listed at $25 a month in its help article in October 2026. Studio Plus and Studio Max include it.

See who came back

• Ask your trainers to note anyone who mentions your code word, and watch your email and texting inboxes for it.
• Clients on two way messaging can reply with the code word in the app. On one way messaging they can only react with an emoji.
• When someone returns, an owner or admin ticks them in Deactivated Clients and opens CHANGE TYPE. They choose Reactivate as Coaching, set the Client Type and click Reactivate.
• On Day 10, export the Deactivated list again and compare it with your Day 1 file. Anyone missing was likely reactivated.
• The help pages checked name no report of reactivated clients, so the code word and that comparison are your count.

Watch out for

• Only account owners and account admins can reactivate. Managers, Shared Trainers and Regular Trainers have to ask, so decide who handles returns before Day 1.
• Deactivated clients do not use a client seat, but full access clients do. Check you have open seats before reactivating several people.
• If your Trainerize subscription ever lapsed to the Free Plan, clients were moved to deactivated automatically. Your folder may hold people who never left, so check before you send.
• The mobile app does not support shortened links. Paste your full booking link into in app messages.
• An auto message scheduled less than an hour ahead may not send, and busy periods can delay one by 10 to 15 minutes.
• Announcements push notifications go to a whole client type at one location, not to a list you pick. A win back push to Basic clients reaches every Basic client there.

Sources

• How to deactivate and reactivate clients (ABC Trainerize)
• What are the different client types (ABC Trainerize)
• How to export client lists to a CSV file (ABC Trainerize)
• How to manually add prospects (ABC Trainerize)
• Auto client tags for clients needing attention (ABC Trainerize)
• How to send a message to all your clients and individual messages (ABC Trainerize)
• One way and two way messaging (ABC Trainerize)
• Program auto messages and why a scheduled auto message did not send (ABC Trainerize)
• How to edit site wide auto messages (ABC Trainerize)
• How to bulk assign actions for clients (ABC Trainerize)
• Product automation (ABC Trainerize)
• Zapier triggers and actions (ABC Trainerize)
• Banners and push notifications with Announcements (ABC Trainerize)
• Getting started with the Business add on (ABC Trainerize)